March 16, 2018

Leadership Engagement: 8 Actions to Increase CCO Success

More organizations are adding the chief customer officer role to their C-Suite, and being responsible for bringing on this new high-level executive is no easy feat. To help CEOs considering a CCO, I’ve outlined eight major actions that should be taken to ensure CCO success.


Improve Customer Experience in Healthcare: 4 Podcast Interviews
March 9, 2018

Improve Customer Experience in Healthcare: 4 Podcast Interviews

For those of you seeking to gain tips and insight on what CX in the healthcare industry looks like, here are a few podcast episodes you should listen to. If you don’t have the time to listen, read through the show notes, you’ll find actionable advice to help you make an impact for your organization.


8 Thought-Provoking Interview Questions Every Chief Customer Officer Candidate Should Ask
March 2, 2018

8 Thought-Provoking Interview Questions Every Chief Customer Officer Candidate Should Ask

Are you considering applying for the role of Chief Customer Officer (CCO)? Here are 8 thought-provoking interview questions you should review, along with a few other resources to help you prepare.


My Rock, My Story: Building a Customer Journey Map from Scratch at the Smithsonian
February 9, 2018

My Rock, My Story: Building a Customer Journey Map from Scratch at the Smithsonian

Samir Bitar, Director of the Office of Visitor Services at the Smithsonian Institution, shares how customer journey mapping helped clarify his role and how it was used to create a unified understanding of the visitor experience across the Smithsonian’s many museums and affiliates around the world.


PROBLEM SOLVING AND CUSTOMER EXPERIENCE TRANSFORMATION IN THE AUSTRALIAN POSTAL SYSTEM WITH CCO CHRISTINE CORBETT
January 12, 2018

Problem Solving and Customer Experience Transformation in the Australian Postal System with CCO Christine Corbett [PODCAST]

How do you transform customer experience within the postal service – an industry that affects the whole nation? In this latest episode, I chat with CCO Christine Corbett about her CX Leadership role in Australia Post.


December 29, 2017

Best of the Podcast: The Process of CX Hiring and Transformation at Volkswagen Group Australia [PODCAST]

In this 2017 Best of the Podcast episode, I revisit my interview with Jason Bradshaw, CCO of Volkswagen Group Australia. We talk about how Jason transformed CX at VW Australia and the extensive hiring process he went through.


Develop and Commit to a Set of Core Values to Elevate Customer Experience
December 15, 2017

Develop and Commit to a Set of Core Values to Elevate Customer Experience

Based on my experience as a CX practitioner, this is my response to a few key findings in Forrester’s report – “Predictions 2018: The Crisis Of Trust And How Smart Brands Will Shape CX In Response”